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Job Details

Verizon Communications Inc

Senior Marketing Research & Insights Manager ( 597992-1F )

Sales and Marketing

Marketing Research



Portland, Oregon, United States

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

The individual in this position will analyze the voice of customer information, from a variety of sources, in order to understand root causes of Customer delight and Customer pain points, and then transform these insights into compelling recommendations that drive change. These recommendations will enable greater Customer retention and acquisition, identification of opportunities to enhance revenue, and/or opportunities to drive expense reduction/cost avoidance within servicing. Key areas of accountability for this role includes:

  • Expertly design a diverse set of Omni-channel and end-to-end listening capabilities, tailored to Verizon’s unique set of wireline and wireless products and specific to nuances of each Customer segment.
  • Research should be designed in such a way as to enable deep and actionable insights into the Customer experience.
  • Robustly analyze the voice of Customer data to identify sources of Customer delight, journey or product characteristics that create pain points, and opportunities to drive lower churn and increased revenues.
  • Using the output of analysis, create specific and measurable recommendations.
  • Framing recommendations in such a way as to garner senior level support for significant investment through specific impact analysis (e.g. by implementing this recommendation, churn will be lowered by).
  • Create a comprehensive and connected ecosystem of actions, such as culture influence, closed loop processes, governance, and systems and technology that directly focus the organization on a “Customer first” approach.

Where you'll be working…

This is a work-from-home role performed almost exclusively from your home office with occasional in-person meetings and training. Open to multiple Verizon locations.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.

Even better if you have one or more of the following:

  • Eight or more years of experience working/leading customer listening programs and initiatives
  • Portfolio demonstrating proven experience with CX achievements and proof points from prior roles
  • Experiencein the CX field as a subject matter expert
  • Demonstrated business knowledgeof balancing customer experience initiatives with business results.
  • Organizationally savvy, with demonstrated ability to influence leaders and facilitate alignment and clear decision-making.
  • Experience in developing and leading presentations for executives on CX initiatives.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical, religious, or state law recognized reasons).